Manager, CRM Operations

Job Description

As the Manager, CRM Operations, you will take charge of the day-to-day CRM operations for Max in the LATAM region. Playing a pivotal role in Max's success, you'll collaborate closely with the marketing and lifecycle teams to drive user retention, engagement, and monetization through messaging channels such as email, push, and in-app.
YOUR ROLE ACCOUNTABILITIES
• Execute daily CRM campaigns, ensuring timely delivery and zero errors across all channels.
• Build and launch lifecycle journeys, including onboarding, engagement, and win-back flows using CRM tools.
• Process campaign requests end-to-end, from intake and setup to QA, scheduling, and deployment.
• Collaborate directly with Marketing and Creative teams to brainstorm ideas, adjust messaging, and implement campaign improvements quickly.
• Test and troubleshoot CRM features and data flows in partnership with the MarTech team, identifying bugs and proposing fixes.
• Monitor campaign performance metrics (e.g., delivery rates, open rates, click-throughs) and make real-time optimizations.
• Document and refine operational workflows, identifying bottlenecks and applying process improvements.
• Research and apply CRM best practices, integrating new tools or techniques to boost efficiency and impact.
QUALIFICATIONS & EXPERIENCE
• 5+ years of experience in CRM Operations with enterprise-level ESP and/or marketing automation tools; strong preference for Braze experience
• Experience coding with HTML, or any similar coding language
• Advanced experience in managing projects through Asana, JIRA, Monday.com, or similar platforms
• Advanced experience in building automated campaigns through a journey-building platform
• Advanced experience in audience segmentation and datapoint management
• Ability to liaise with creative, engineering, technical, marketing, analytics and business teams
• Strong team focus with outstanding organizational and resource management skills

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-122e60-216-73-216-18-42 in your application.